Service Titan Knowledge Base

Technician’s Close or Conversion Rate does not look correctLast updated on 04/13/2022

Customers can view the Close and Conversion rates, and believe the rates are wrong. This article contains concepts the user needs to understand, as well as troubleshooting steps to ensure both rates are calculated properly.


Problem

Users think they are looking at incorrect Close and Conversation Rates for their jobs. This is a common problem. The cause is usually a misunderstanding of how each rate is calculated.


Solution

The workflow solution has concepts that need to be explained to the user when they feel their Close or Conversion Rates are not correct. Concepts include:

  • Definitions of Close and Conversion Rates

  • How to build a Close vs. Conversion Rate report

  • Definition of a Sold Threshold


Troubleshooting Steps

Use these steps to troubleshoot:

  1. Make sure your customer understands the definitions of Close and Conversion Rates.

  2. Check the Technician Scorecard to look at the individual job where Close and Conversion Rates are being calculated.

  3. To view the Technician Scorecard, go to Dashboard > Technician Scorecard.

  4. Select a technician to see a detailed view.

  5. Once you have identified the jobs where the customer feels the Close or Conversion Rates are incorrect, review the job type to make sure the Sold Threshold and No Charge/Unconvertible box settings are correct.

Sold Threshold Should be set to $1 above a typical dispatch fee. Sold Threshold is set individually for each job type. To edit a job type, go to: Settings > Job Types > Edit Job Type. No Charge/Unconvertible This setting should be selected if this job is not an opportunity to bring in revenue. This box setting should be deselected if the job is an opportunity to bring in revenue.

If users are struggling, help them build a Close vs. Conversion Rate report to illustrate how it works.


Definitions of Close and Conversion Rates

Close Rate

  • Exclusive to sales and estimates.

  • This is the success percentage of a sales technician selling estimates.

Conversion Rate

  • Exclusive to revenue and invoices.

  • This is the success percentage of a technician to increase the amount of, and then perform work on invoices.


How to build a Close vs. Conversion Rate report

The following steps are an example of how to build a Close and Conversion Rate report.

  1. Click Reports.

  2. Click Create Report.

  3. Click Technician Performance.

  4. Type Sales vs. Revenue in the Name field.

  5. Scroll down and select Other in the Category field.

  6. Click Create Report at the bottom of the screen.

  7. To the right of the screen, click Edit Columns.

  8. Uncheck Technician Business Unit if it is checked.

  9. Check the following boxes: | Completed Jobs, Converted Jobs, Opportunity, Sales Opportunity, Closed Opportunities, Completed Revenue, Opportunity Conversion Rate, Total Sales, Close Rate.

  10. Click Apply. The boxes you selected appear as columns.

  11. Rearrange the columns in the following order: Completed Jobs (optional), Sales Opportunity, Closed Opportunities, Close Rate, Total Sales (optional), Converted Jobs, Opportunity, Opportunity Conversion Rate, Completed Revenue.

  12. Click Run Report.

  13. To save the report, click Save Changes.


Concept: Definition of a Sold Threshold

The Sold Threshold is the minimum amount required for the job to be considered sold. For sales reporting purposes, set the amount to $1 over the diagnostic or standard call fee. If you leave it at $0, every job would be marked converted, which would cause the conversion and close rates to be incorrect.

A Sold Threshold is:

  • Associated with all job types.

  • It's typically is used at the same time by the close rate and conversion rate.

  • Used by the close and conversion rates when determining a close or converted job.

Estimates and the Sold Threshold

  • If a technician goes to a job that is an opportunity, meaning it’s not a no charge job, recall or warranty, it is an opportunity for a conversion, and a Sales Opportunity for a Close at the same time.

  • To count as a Close, an estimate must have a subtotal greater than the Sold Threshold.

  • When the estimate reaches the Sold Threshold, it counts as a Closed Sales Opportunity.

An Opportunity the Sold Threshold

  • If a technician is out on a job with a Sold Threshold of $1, and it’s an Opportunity, as well as the technician having an invoice with a subtotal of, equal to or above $1, it becomes a Converted Opportunity.

  • Even if that job is marked a No Charge/Non Opportunity, a Converted Job will always be an Opportunity. This also increases the Conversion Rate.

Perform Work Now and the Sold Threshold

  • If the technician sells an estimate, most likely the estimate is going to be over the Sold Threshold. Therefore, when the technician selects Perform Work Now and the estimate items transfer to the invoice, the invoice also meets the Sold Threshold.

  • Because of this, both the Close and Conversion rates are affected. The estimate is Closed and the job is Converted.

Work Done Later and the Sold Threshold

  • If work is done later, with an estimate subtotal of items that is over the Sold Threshold, it counts as a Close.

  • Because those items on the estimate are work that is to be performed later, the invoice on that first job will be $0 dollars.

  • ServiceTitan automatically changes jobs to unconvertable for the Conversion Rate, only if there is a sold estimate that is performed later.

Sold Threshold set at $0

  • A Sold Threshold on any job type should never be set to $0.

  • The Sold Threshold should always be at least $.01, with no exception, to ensure the Conversion Rate is not calculated incorrectly. Doing so causes inaccurate conversion rate reporting, as a $0 invoice counts as a conversion, regardless of a No Charge status (it will also make that job a conversion in the process).

Sold Threshold Changes Changes to the Sold Threshold in the job type settings are retroactive. Customers should not worry if they discover the wrong Sold Threshold. Rerunning reports and refreshing the dashboard shows the metrics updated with the new settings.


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